Call Center Leader - Coaching, KPI Excellence

Vermont Federal Credit Union; South Burlington (VT); On-site; USD 66,000 - 100,000; Full time

Job summary

Vermont Federal Credit Union is seeking a Call Center Supervisor in South Burlington, VT, to lead the call center team, manage staffing, and drive performance. The role emphasizes coaching, motivation, and adherence to service standards.

The ideal candidate will have 5–8 years of related experience, strong communication skills, and the ability to work with cross-functional teams in a fast-paced financial environment. Competitive benefits are available.

Qualifications

• Five to eight years of similar or related experience.
• Two-year college degree or equivalent certification or licensing.
• Strong communication and organizational skills; ability to navigate multiple web-based platforms.
• 10-key calculator and keyboard skills; ability to train and motivate others.

Responsibilities

• Manage call queues and adjust staffing levels daily to meet demand; forecast monthly staffing and initiate hiring as needed.
• Lead the call center team with a focus on motivation and development; conduct meetings and provide coaching and performance reviews.
• Oversee cross-sales and referral programs; coach staff on sales techniques to meet goals.
• Monitor daily KPIs; perform QA audits and prepare weekly/monthly performance reports for management.
• Handle escalations and coordinate with cross-functional teams; address customer feedback for continuous improvement.

Skills

Communication skills

Detail-oriented

Teamwork

Leadership

Education

Two-year college degree

Certifications / vendor training

Licensing or specialized training

Tools

10-key calculator

Web-based platforms

Job description

Vermont Federal Credit Union is seeking a Call Center Supervisor in South Burlington, VT, to lead the call center team, manage staffing, and drive performance. The role emphasizes coaching, motivation, and adherence to service standards.

The ideal candidate will have 5–8 years of related experience, strong communication skills, and the ability to work with cross-functional teams in a fast-paced financial environment. Competitive benefits are available.